Frequently Asked Questions

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WAHSSI serves most homes and businesses within the West Alameda Heights subdivision.

Several possibilities could be:

• The vent system could be obstructed
• The "P" trap may be clogged
• There could be a partial obstruction in the line between the individual facility and the main drain

The problem can be either in the main drain within the house or in the property's service line.

Several possibilities could be:

• A solid object flushed into the drain line
• Grease buildup
• Roots in the line that have entered at unsealed joints, slipped joints or cracks in the pipe
• A dip in the line that allows solids to settle and eventually obstruct the line
• A broken line

The homeowner is responsible for the service line from the house to the main line.  You should contact a plumber to assist you in resolving the problem.

NO. It is against the law for anyone other than WAHSSI or its contractors to open a manhole.  

You can pay by credit or debit card, or you may issue an electronic check from your bank account (checking or savings). Please check WAHSSI’s website for the credit and debit cards that are eligible.

No, your current bank account (checking or savings) will work fine. So many payments are made electronically now that banks are already prepared for online payments. However, if you have arranged through your bank to automatically pay your bill, you need to contact your bank and discontinue the automated payment, otherwise you may pay your bill twice.

A non-refundable fee added to an invoice to cover various administrative costs associated with billing and accepting payment.

After you submit your payment, you will see a payment confirmation screen. It will contain your payment confirmation message. It will show an approved number for credit cards or a processed number for electronic check. You will also receive a confirmation email after your transaction is submitted. The email will include your account number, invoice number, amount paid, and confirmation message. If your electronic check does not pass through the bank, you will receive an email informing you of the rejected payment. You may need to call your biller in order to pay again.

Yes, your bill can be paid in any of the following ways:

• Email notification based payment – click the “View invoice or Pay Now” button in your email
• Web based online payment – login to online bill pay via biller’s website
• Phone payments – call your biller’s office
• Paper check – sent by whatever means you choose, including US Postal Service (note:  many paper checks today are converted into electronic transactions once they are received by the biller).

Going paperless is a two-step process, after receiving the paperless registration email, you must click the Confirm button in the email to complete the process. If you prefer not to go paperless, simply do not complete registration (by clicking in the email). You will get one reminder email, but if you don’t complete the registration at that time, the paperless enrollment will be cancelled. You may also go to Paperless Options in your account profile and click “cancel registration”.

If you are registered, the only information you need to have available to complete a payment transaction is your email address and password. If you make a One Time Payment, then you will also need your bank account or credit card information and your account number.

You can make payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least a few days before the due date to allow for processing time.

Yes, simply login to your account and select “View paid or closed invoices”. If you are a registered customer, you will receive an email notification.

Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment.

Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.

Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating (abbreviating) account numbers so that even your biller does not see your complete account information.

You and your biller’s authorized staff.  No one will have access to your financial information as all check routing numbers and credit card numbers are truncated, so you never have to worry about security. As a security precaution, we don’t even show your full financial information back to you.